Contents Introduction: How to Use This Book to Save Time and to Write Compelling Performance Goals 1 PART I. PERFORMANCE APPRAISAL GOALS FOR CORE COMPETENCIES AND COMMONLY RATED PERFORMANCE FACTORS Adaptability and Change Management Skills Attendance and Punctuality (Reliability) Attitude Communication Conflict Management and Resolution Creativity and Innovation Customer Satisfaction Diversity Orientation Emotional Intelligence Ethics, Integrity, and Trust Hiring and Retention Job Knowledge Leadership Listening Skills Managerial Style 17 19 22 25 29 32 35 38 41 44 47 50 54 58 61 63 v American Management Association · www.amanet.org